Telrad Digital Emagen Unified Messaging System Manual

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Department
This field determines which department files are played when a call 
is answered by 
emaGEN.
Receive calls
This field determines if the port is allowed to receive incoming calls.
Initiate calls
This field determines if the port is allowed to initiate outgoing calls. 
You can specify for each port which type of callout activity it is al-
lowed to perform: turn on/off message waiting lights (MWI), call out 
to pager, cell phone or any other external number (CallOut) or use 
the public announcement system (PA). If you select yes, the port is 
allowed to call out for any reason. 
Operation mode
This field determines whether the port will operate as a complete Au-
tomated Attendant and Voice Mail system (i.e. Transfer calls and 
take messages.) If defined as Officinal, it will function as a Voice Mail 
system only (i.e. Take messages only.)
Legal values:0-9
Default:1
Action:select from the drop box.
Legal values:Ye s ,  N o
Default:Ye s
Action:Select from the drop box.
Legal values:Yes, No, CallOut, MWI, PA
Default:Ports 1, 2, 3 = No; Port 4 = Yes
Action:Select an option from the drop box.
Legal values:AutoAttend/Voicemail
Default:AutoAttend
Action:Select an option from the drop box. 
						

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8-3
Card type
This field determines if the port is voice dedicated, FAX dedicated, or 
combination voice/FAX. This information is important for the config-
uration of the fax-on-demand and fax mail options (See Fax Instruc-
tions). 
PBX type
This field determines which PBX configuration to use for each port. 
emaGEN can support two different PBXs per system.
Legal values:Vo ic e,  Voi ce  + F ax ,  F ax  on ly
Default:Vo ic e
Action:Select from the drop box.
Legal values:Primary PBX, Alternate PBX
Default:Primary PBX
Action:Select an option from the drop box. 
						

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							9-1
Section 9 
PBX
9.1 THE PBX --> PARAMETERS SCREEN
Figure 9-1    PBX --> Parameters screen
  
						

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9.2 GENERAL PBX PARAMETERS
PBX model
This field identifies the PBX system model. 
Most parameters you will not need to change, as the default values 
are correct for the specific PBX. 
A successful installation begins with a good PBX integration. There 
are several issues to be addressed when integrating with a PBX:
1. Proper Disconnect.
2. In-band integration information is in place.
3. Transfer to extensions is successful.
9.3 DISCONNECT 
NOTE
In 
unite systems, disconnect is not appli-
cable, and can therefore be disregarded.
To ensure ports are freed up immediately at the end of a call, a 
proper disconnect detection must be in place. Different PBXs report 
disconnect in different ways. On external calls, some PBXs will not 
detect the CO trunk disconnected and will not inform 
emaGEN on 
disconnect. This needs to be addressed when installing the system. 
You will know 
emaGEN received a disconnect when the line status 
goes back to Wait For Call at the 
emaGEN Monitor.
Here are the different methods PBXs report disconnect and how to 
accommodate them in 
emaGEN:
1. Loop drop – the easiest and fastest method to detect discon-
nect, the PBX will drop the current on 
emaGEN’s analog port. 
emaGEN will detect this automatically and hang up the port. In 
this case, no programming action is necessary. At the status dis-
play, you will notice the line goes back to Wait For Call 
ema-
GEN 
Monitor status immediately upon hang-up.
Legal values:Telrad
Default:None
Action:None 
						

							Section 9:  PBX
9-3
2. Disconnect string – Some PBXs will send a string of touch-tones 
immediately before dropping the call (but not necessarily drop 
the current). 
To detect this string, in PBX --> Parameters --> Disconnect 
Detection --> Disconnect string field, enter the required 
string. 
If the string is unknown to you, use a touch-tone grabber to 
detect the digits or consult technical support.
NOTE
The Micro detects a continuous noise. To
trigger this mechanism, any noise with suffi-
cient length will do. As a result, if this
parameter is set to a low value, false dis-
connects will occur, especially if the caller
speaks very fast (and has no interval
between words, therefore generating con-
tinuous noise) or the caller is calling from
an unusually noisy environment (for exam-
ple, a street pay phone or a cellular phone).
If false disconnects occur, increase the
value of the Max-Non Silence parameter.
3. Dial tone – After dropping the call, the PBX will put dial tone on 
the analog port of 
emaGEN. 
To detect this, in PBX --> Parameters --> Disconnect Detec-
tion --> Dial Tone --> Max no silence field, enter the number of 
seconds of dial tone after which 
emaGEN should disconnect. 5 
seconds is the recommended value. 
4. No indication – In rare cases the PBX will not report disconnect 
to 
emaGEN, and the line will simply turn silent. Since there is 
then no way for 
emaGEN to know the line is disconnected, it 
will keep on playing until it times out. This usually will take up to 
30 seconds. 
To avoid “phantom” calls from getting to the attendant’s console, 
use the voice detection parameter (PBX --> Parameters --> 
Disconnect Detection --> Silence --> Caller detection field). 
When voice detection checked, 
emaGEN will require the caller 
to say “yes” before transferring to the attendant (only when no 
touch-tone was pressed at the main menu). 
						

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9.4 IN-BAND INTEGRATION
Most modern PBXs will send in-band touch-tones at the beginning of 
a call to instruct the voice mail system how to handle the call. 
Check the PBX --> Integration --> Integration Parameters --> Full 
integration support field. 
emaGEN will wait, either, 
 a specified amount of time (PBX --> Integration --> First tim-
eout field), 
or 
 for a specified amount of digits (PBX --> Integration --> Inte-
gration Parameters --> Maximum protocol length field), 
whichever comes first, before playing the main menu. 
If digits arrive within this period, 
emaGEN will process the digits ac-
cording to the integration command table. With this table you can 
control what 
emaGEN will do upon digits received from the PBX. 
Check that PBX integration is working properly by performing the fol-
lowing tests:
1. Press the voice mail key on a phone or dial the voice mail hunt 
group number. 
emaGEN will answer and immediately ask you to enter pass-
word for the mailbox you called from. If you do not get the pass-
word menu, check the following:
a. The PBX is sending digits to 
emaGEN in the beginning of 
the call. Use a test set, a touch-tone grabber or the flow con-
trol screen.
b. A mailbox corresponding with the extension you are calling 
from exists.
c. There is an entry in the PBX integration commands for “Enter 
M.B.”
d. If you are sure digits are being sent to 
emaGEN, check that 
the digits correspond with the “Enter M.B.” command, and 
that you have EEE in the place of the extension number you 
are receiving (EEE corresponds with 3 digit mailboxes. For 2 
digit extensions use EE, For 4 use EEEE).
2. Set an extension to forward calls to 
emaGEN. Dial that exten-
sion. Verify the call is forwarded to voice mail and you get the 
prompt: “Extension number … is not available…” If you did not 
get into the mailbox to record a message, check the following:
a. The extension is forwarding to voice mail. 
						

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b. The PBX is sending digits to emaGEN in the beginning of 
the call. Use a test set, a touch-tone grabber or the flow con-
trol screen.
c. A mailbox corresponding with the extension you are calling 
to exist.
d. There is an entry in the PBX integration commands for “Take 
Msg.”
e. If you are sure digits are being sent to 
emaGEN, check that 
the digits correspond with the “Take Msg.” command, and 
that you have EEE in the place of the extension number you 
are receiving (EEE corresponds with 3 digit  mailboxes. For 2 
digit extensions use EE, For 4 use EEEE).
For more information on integration commands, see Section 8.9, 
Integration Parameters.
9.5 TRANSFER TO EXTENSIONS
The automated attendant transfers calls to extensions just like a sin-
gle line phone would. It performs a hook flash, dials the extension 
number and hangs up immediately or after call progress monitoring, 
depending on the type of supervision (full or blind, determined in the 
class of service). 
The transfer code is defined in the PBX --> Parameters -->Dial 
strings --> transfer sequence field, and will usually be “&,” which 
means hook flash and pause. In some cases, if extra digits need to 
be dialed in addition to the flash hook, add them to this field. For ex-
ample, if the voice mail needs to dial hook flash and then the exten-
sion followed by 1, set the transfer sequence to “&,E1”. 
NOTE
Some PBXs need an extra digit to cancel
automatic answer on an extension. It is
necessary to cancel automatic answer,
because, otherwise, the voice mail will not
be able to take a message, in case no one
answered the call.
If you are using full supervision mode, you will also need to tell 
ema-
GEN
 how to reconnect the call if it was not answered. 
Define this in the Conference sequence section of the PBX --> Pa-
rameters --> Conference Sequence --> Reconnect if no answer 
field. 
To define hook flash timer, set the: 
						

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PBX --> Parameters --> Timers --> Flash timer field and 
PBX --> Parameters --> Timers --> Normal Pause field.
If the flash timer is not set correctly, transfers will result in a 
hang up.
To check call transfer, simply call the main auto attendant and press 
the mailbox number. 
emaGEN will transfer you to the extension. 
Make sure to pick up the extension and verify the call is connected. 
If transfer is not working properly, check the following:
1. If you dialed a mailbox number and the system prompted you 
with “Incorrect entry” – check that the mailbox exists (Use the 
Mailbox --> Properties screen, to check this) and if it does not 
exist – create one; see Section 11.3.
2. If you dialed a mailbox number and you immediately went into 
voice mail – check that:
 the mailbox has an extension number -- in the Mailbox --> 
Properties --> Mailbox field) 
and 
 transfer is set to Yes -- in the Mailbox --> Properties --> 
Transfer mode field)
3. If the call is transferred to the extension, but when you answer 
the call the PBX drops it – make sure the:
PBX --> Parameters --> Timers --> flash timer field 
and 
PBX --> Parameters --> Timers --> Normal pause field 
are both set properly; see Section 9.7.
9.6 MESSAGE WAITING INDICATOR
Message waiting light is activated by dialing a code to the PBX. In 
PBX -> Dial Strings you will enter the MWI on and off codes. There 
are two types of message waiting lights, but you will normally only 
use type A. Type B is an optional MWI sequence, for PBXs that re-
quire distinct codes for different types of telephone sets.
Other parameters you will need to set for MWI to work are:
In port definition, define which port is allowed to initiate calls. It is rec-
ommended to have only one port that dials out, to avoid call crashes 
(when a dial-out port receives an incoming call while trying to dial). 
This may cause MWI not to appear consistently.
For each mailbox, you will need to set the Message Waiting Indicator 
field, Mailbox --> MWI (Message Light). 
						

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To check if MWI is working properly, leave a message in a mailbox 
and verify the MWI went on. Then enter the mailbox as a subscriber, 
delete the message and verify the MWI went off.
If MWI is not working properly, check the following:
1. The mailbox MWI field, Mailbox --> MWI (Message Light) is set 
to A.
2. In PBX Port Definition -- Section 8 -- you have defined a port 
allowed to initiate calls, and this port is within the active ports of 
the system.
If you see on the Status Display that the initiating port is displaying 
“Calling MWI” repeatedly but is not activating MWI, check the follow-
ing:
1. The port defined to initiate calls has dial tone.
2. Try to activate MWI manually (by dialing the same MWI code set 
in the system through a test-set from the same port).
3. Increase the times in the following parameter fields under 
PBX --> Parameters --> Timers: 
 Wait For Dial Tone field, 
 No Dial tone delay field
and 
Call out delay field.
9.7 DIAL STRINGS
Signaling
This field determines whether 
emaGEN will use DTMF tones or ro-
tary pulsing for dialing calls.
Transfer sequence
This is the sequence of characters that 
emaGEN uses to initiate the 
call transfer function.
Legal values:Tone/Pulse
Default:To n e
Action:Click the button for Tone or Pulse.
Legal values:0, 1, 2..9, *, #, &, / use , for pause
Default:&,
Action:Enter the required digit string to initiate trans-
fers in the PBX.